Support Engineer

Job Description

Do you ever wonder what happens inside the cloud?DigitalOcean (NYSE: DOCN) simplifies cloud computing so builders can spend more time creating software that changes the world. With our mission-critical infrastructure and fully managed offerings, DigitalOcean enables startups and small and medium-sized businesses (SMBs) to rapidly deploy and scale modern applications. As a remote-first organization, our employees, like our customers, are based around the world.We want people who are passionate about solving technical issues and helping our customers scale.We are looking for creative problem-solvers who are eager to help our business customers scale. The Cloud Support Engineer will engage with our largest customers every day, solving their problems and ensuring that they are able to grow on top of DigitalOcean, specifically focusing on our AI/ML portfolio of solutions. As the voice of the customer, you will work directly with our AI/ML team and have the opportunity to influence product decisions while helping to build the next great cloud company!What Youll Be Doing:

• Responding to technical and product questions generated by high-value customers focusing on our AI/ML solutions but also spanning a growing range of products and services across the overall DO portfolio: Compute, Network, Storage, Managed Databases, Managed Kubernetes, Serveless, App Platform
• Offering solutions advice to fast-growing start-ups, small to midsize and enterprise-level customers on how to best leverage DigitalOcean?s products
• Working both collaboratively and independently with our support peers, product, and engineering teams
• Maintain knowledge-based articles and training materials
• Triaging, escalating, prioritizing, and following up with incidents or customer impacting events
• Identifying, communicating, and documenting process and policy improvements
• Representing the voice of support, speaking on behalf of our customers through direct engagement with our product and engineering teams
• Working closely with other teams to support users, like Customer Success Managers, Technical Account Managers, and Solutions Engineers

What Youll Add to DigitalOcean:

• Strong background in cloud technology and Linux systems
• Passionate about technology and customer support
• Highly self-motivated with the ability to work independently, collaboratively, and with a high degree of autonomy in a remote work environment
• Prior experience in similar environments in Tier 1 or Tier 2 Support Engineering, Customer Success type roles.
• Strong communication skills, with the ability to explain technical concepts in clear and concise terms
• Growth mindset, with an unrelenting focus on improving your knowledge and skill set.

Technical Skills:

• Advanced knowledge in areas like:
  • Linux, Debian, Ubuntu, Django, etc
  • Networking, Storage
  • Virtualization: KVM, Xen
• Experience with one or more database engines (MySQL, MariaDB, PostgreSQL, Redis, MongoDB, Kafka).
• Bonus: Experience troubleshooting basic and advanced Kubernetes issues, from pods and deployments to the control plane; DBaaS including Kafka

Why You?ll Like Working for DigitalOcean:

• We reward our employees. The base salary range for this position is based on relevant years of experience and skills. The salary range for this role is specific to candidates located within the U.S. and will vary for candidates outside the U.S. Employees may qualify for a bonus in addition to base salary; bonus amounts are determined based on company and individual performance. We also provide equity compensation to eligible employees including grants of equity upon hire and the option to participate in our Employee Stock Purchase Program.
• We value development. You will work with some of the smartest and most interesting people in the industry. We are a high-performance organization that is always challenging our teams and employees to continuously grow. We maintain a growth mindset in everything we do and invest deeply in employee development through formalized mentorship and other internal programs. We provide all employees with reimbursement for relevant conferences, training, and education.
• We care about your well-being. In addition to cash and equity compensation, we also offer employees a competitive array of benefits. In the United States, these include health insurance, unlimited vacation, retirement benefits, a generous parental leave program, and additional resources to support employees overall well-being. While the philosophy around our benefits is the same worldwide, specific benefits may vary in other countries due to local regulations and preferences.
• We value diversity and inclusivity. We are an equal opportunity employer and we do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

*This is a remote role#LI-Remote

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